UTVÄRDERING AV TJÄNSTEKVALITET FÖR UNIVERSITETSPROGRAM: En fallstudie vid Luleå tekniska universitet
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Services play an increasingly important role of our society. The difference between an expected and perceived service quality is essential when it comes to evaluating the given service, and provides a basis for the idea of continuous improvements. The aim of this study is therefore to more closely understand the gaps that might arise between expected and perceived service quality, at a Swedish university. The insights generated from this study can then be used as a basis for evaluating new standardized quality. To reach this aim, two research questions have been developed: RQ 1: What gaps can be identified between expected and perceived quality, at a Swedish university? RQ 2: How can the insights from previous studies be used as a mean of reducing the identified gaps between expected and perceived quality? The report uses SERVQUAL as a method of evaluating the service quality at a university in Sweden. More specifically, 85 respondents from Luleå University of Technology within MSc. in Business & Economics, BSs. in Business Administration & Economics, BSs. in Ecnomics & Business Administration, and BSc. in International Business Administration have been a part in the study to evaluate expected and perceived service quality, from which several fruitful insights have been made. For instance, many of the students’ desire to improve service quality is of a more formal character, not necessarily investment-driven. Such desires are more clear deadlines for when feedback are to be received, and more examples during the lectures derived from reality rather than theory. That being said, other desires were more extensive to its nature, such as a larger possibility to customize the education in regards to courses, and more computer programs for advanced analysis. It is important to consider the results presented in this report, and which efforts are necessary to leverage the service quality provided. One essential step is to deepen the discussion between both teachers and students, such as conducting focus group to generate rich understandings for both sides. This study implicates new theoretical and practical findings. In regards of theoretical implications, it is concluded that a combination of the SERVQUAL framework along with open-ended questions might be necessary in order to understand the underlying responses in the survey. Practical implications suggests that the studied university can use the insights found in this study and conduct focus groups, in order to generate new ideas that might incrase the perceived service quality even further.
Place, publisher, year, edition, pages
2015. , 38 p.
Social Behaviour Law
Samhälls-, beteendevetenskap, juridik, Tjänstekvalitet, utvärdering av tjänstekvalitet, SERVQUAL, universitet
IdentifiersURN: urn:nbn:se:ltu:diva-43792Local ID: 1a01bced-eb3c-4e32-a447-360793a103feOAI: oai:DiVA.org:ltu-43792DiVA: diva2:1017033
Subject / course
Student thesis, at least 15 credits
Business Administration, bachelor's level
Ek Styvén, Maria
Validerat; 20150629 (global_studentproject_submitter)2016-10-042016-10-04Bibliographically approved